IT Helpdesk Analyst

Symbos; Metro Manila; Hybrid; PHP 280,000 - 420,000; Full time

Benefits offered by this job

Hybrid/Onsite work setup (as required)

Location: Philippines

AU hours shifting when required

Job summary

Symbos is seeking an IT Helpdesk Analyst to join our IT team in the Philippines. You will be the first point of contact for technical support, assisting users with hardware, software, system access, and basic troubleshooting.

This role offers an early-career path in IT support within a service-driven environment. Responsibilities include handling tickets via multiple channels, meeting SLAs, and escalating complex issues.

Qualifications

• Bachelor's degree or diploma in Information Technology or related field preferred.
• Fresh graduates encouraged to apply.
• Up to 2 years IT support experience or related roles preferred.
• Experience in BPO/service desk/customer-facing environments is advantageous.
• Exposure to ticketing systems like ServiceNow/Jira/Zendesk preferred.

Responsibilities

• Provide first-line technical support via phone, email, chat, and ticketing systems.
• Log, prioritize, track, and resolve support tickets in accordance with SLAs.
• Troubleshoot and resolve IT issues related to hardware, software, user accounts, and connectivity.
• Perform password resets, account provisioning, and access management tasks.
• Escalate complex issues to senior support teams when needed.
• Follow up with users to provide updates and ensure satisfactory resolution.
• Assist with onboarding and offboarding activities, including system access setup/removal.
• Maintain accurate documentation of incidents, requests, and resolutions.
• Support Microsoft 365 applications, Windows OS, and business apps.
• Assist with basic IT asset management and inventory tracking.
• Adhere to IT security policies and data protection requirements.

Skills

Customer service

Communication

Problem solving

Time management

Team collaboration

Education

Bachelor's degree or diploma in Information Technology or related field

Tools

ServiceNow

Jira

Zendesk

Remote support tools

Job description

We are seeking a motivated and customer-focused IT Helpdesk Analyst to join our IT team. This role will serve as the first point of contact for technical support, assisting users with hardware, software, system access, and basic troubleshooting issues. The successful candidate will work closely with internal stakeholders and senior IT team members to ensure timely resolution of support requests while delivering an excellent user experience.

This is an excellent opportunity for an early-career IT professional looking to build a long-term career in IT support and service management.

Key Responsibilities

• Provide first-line technical support via phone, email, chat, and ticketing systems.
• Log, prioritize, track, and resolve support tickets in accordance with established SLAs.
• Troubleshoot and resolve common IT issues relating to hardware, software, user accounts, and network connectivity.
• Perform password resets, account provisioning, and access management tasks.
• Escalate unresolved or complex issues to senior support teams when appropriate.
• Follow up with users to provide updates and ensure satisfactory resolution.
• Assist with onboarding and offboarding activities, including system access setup and removal.
• Maintain accurate documentation of incidents, requests, and resolutions.
• Support Microsoft 365 applications, Windows operating systems, and business applications.
• Assist with basic IT asset management and inventory tracking.
• Adhere to IT security policies, data protection requirements, and company procedures.
• Contribute ideas for process improvements and knowledge base updates.

Qualifications & Experience

• Bachelor's degree or diploma in Information Technology, Computer Science, or a related field preferred.
• Fresh graduates are encouraged to apply.
• Up to 2 years of experience in IT support, service desk, helpdesk, technical support, or customer support roles.
• Experience in a BPO, service desk, or customer-facing environment is advantageous.
• Exposure to ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms is preferred.

Technical Skills

• Basic knowledge of Windows operating systems.
• Familiarity with Microsoft 365 applications.
• Understanding of Active Directory user management.
• Basic troubleshooting of hardware, software, printer, and connectivity issues.
• Knowledge of remote support tools is advantageous.
• Understanding of ticket management and helpdesk processes.
• Awareness of cybersecurity best practices.
• Excellent verbal and written communication skills.
• Problem-solving and analytical thinking.
• Ability to work in a fast-paced environment.
• Strong attention to detail.
• Effective time management and prioritization skills.
• Willingness to learn and develop technical capabilities.
• Collaborative team player with a positive attitude.

What Success Looks Like

• Consistently meets ticket response and resolution SLAs.
• Delivers a positive end-user experience.
• Maintains accurate ticket documentation and updates.
• Demonstrates continuous learning and technical growth.
• Works effectively with team members and stakeholders to resolve issues.

Work Setup: Hybrid/Onsite (as required)

Location: Philippines

Shift: Amenable to AU hours and shifting schedules when required

Ideal Candidate Profile: A customer-focused IT professional with strong communication skills, basic technical troubleshooting capability, and the drive to develop into a well-rounded IT support specialist.